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30 posts tagged with "Agent"

Changes agents see or use in the agent workspace or the Mobile Agent app

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August 29, 2026

This release lets campaign administrators cancel records after a nuisance call on predictive campaigns and adds an API for managing do-not-call lists.

Change log​

New functionality​

  1. We've added a new public API endpoint to programmatically manage the Do Not Call lists. This allows integrators to synchronize their Graia CCaaS list with external systems they have, or with government lists.
  2. Nuisance call treatment for predictive campaigns. Previously, nuisance calls were automatically postponed and had their dialing mode switched to preview. With this new configuration, campaign administrators can change the default behavior to cancel the record instead.
Related documentation

Improvements and adjustments​

  1. Performance improvements for chat workflows.
  2. Fixed an issue where removing an attachment from an email being forwarded also made it unavailable in the conversation history viewer.
  3. Fixed a display issue on the administration portal where customer import jobs showed an unknown state.
  4. Fixed a display issue where Task History filters for supervisors were displayed incorrectly on some screen sizes.

August 15, 2026

This release brings business-unit-level Do Not Call lists and stability improvements.

Change log​

New functionality​

  1. Business-unit-level Do Not Call list: The Do Not Call list helps comply with regulations and customer preferences not to be contacted. Previously this list was tenant-level and affected all business units. We now allow business-unit-level lists to add extensions to the tenant-level list. The business-unit-level list extends the tenant-level list rather than replacing it.

Improvements and adjustments​

  1. Added queue details for agent-to-agent transfers. Previously the target agent saw the queue name as "Unknown queue" when the call came from another agent rather than from a queue.
  2. Improved recording handling when either the customer or the agent is placed on hold, preventing unexpected behavior in certain scenarios.

August 8, 2026

This release introduces new agent management tools and stability improvements.

Change log​

New functionality​

  1. Disable outbound capabilities per agent: You can now disable the ad hoc outbound capabilities for a specific agent. This means the agent will no longer have the lookup option, cannot re-open email threads from their Task History, and the Website visitors tab is hidden, blocking outbound chats. Typical outbound calls via campaign tasks are not affected by this feature.
Related documentation

Improvements and adjustments​

  1. Additional redundancy for voice services.
  2. Further resilience improvements for reporting.

August 1, 2026

This release brings stability improvements, new public APIs and more!

Change log​

New functionality​

  1. We've added a public API to programmatically update campaign records. Learn more about it in the developer documentation.

Improvements and adjustments​

  1. Fixed an issue where the customer public API import job could time out under specific circumstances.
  2. Fixed an issue causing agents to see an erroneous disconnected message.
  3. Further resilience improvements for voice services.
  4. The speech-to-text transcript is displayed for custom voice conversational bots as well.
  5. Fixed an issue where customer record custom fields and email addresses were not merged when using the customer merge feature.
  6. Fixed an issue where in rare occasions, rescheduled records were not dialed at the right time for predictive campaigns.
  7. Fixed an issue where scripting would not allow dates beyond a specific date in the agent application.
  8. Fixed an issue where tooltips were displayed twice in the directory.
  9. We've made several improvements related to interruptions for Soniox STT, and updated to the latest API.

July 18, 2026

This release brings a new scheduled calls view for agents using campaigns.

Change log​

New functionality​

  1. Introduced Scheduled calls view for agents using campaigns. This view is located in the Agent performance dashboard as a dedicated tab, visible only if at least 1 campaign exists in your tenant. Agents can use this view to see a calendar of their upcoming scheduled calls.
Related documentation

Improvements and adjustments​

  1. Upgraded the technology stack for the Agent application, improving security and performance.
  2. Improved voice connection for agents. Agents no longer need to refresh the page to restore voice after a service interruption.
  3. Fixed an issue where suspending a record was ignored for predictive campaigns.